Director of Workforce Management

Job Summary

A company is looking for a Director of Workforce Management.

Key Responsibilities

• Develop and implement workforce management strategies to ensure optimal staffing levels across multiple channels
• Oversee capacity planning and collaborate with business leaders for accurate forecasting and budgeting
• Lead a WFM team and manage telephony and workforce management systems, ensuring alignment with operational objectives

Required Qualifications

• 7+ years of experience in workforce management within a contact center environment, with at least 4 years in a leadership role
• Expertise in WFM software and telephony systems
• Strong analytical skills with experience in forecasting and capacity planning
• Proven ability to collaborate with operations leaders for process optimization
• Experience with automation and AI-driven workforce optimization is a plus